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Vice President Experience Design, Conversational

3 months ago

Brooklyn, United States JPMorgan Chase & Co Full time

**JOB DESCRIPTION**
Shape the future of user experience with strategic design initiatives that blend business needs and user insights.

**Job responsibilities**
- Develop and execute design/research strategies for complex projects and ensure alignment with business objectives and user needs across multiple product areas
- Diagram service flows and product features, design wireframes, and prototype interactions for key touchpoints as you lead end-to-end design initiatives within a specific domain.
- Drive the adoption of inclusive design practices and accessibility guidelines, mentor junior designers and foster a culture of diversity and inclusion
- Collaborate with cross-functional teams to integrate user experience design into the product development processes and ensure seamless and customer-centric solutions
- Analyze market trends, gather feedback from user research, and learn from data insights to inform design decisions and optimize user experiences across various platforms and channels
- Lead and craft the end to end development and implementation of conversational flows and scripts for chatbots, virtual assistants, IVRs(Interactive voice response), and other AI(Artificial Intelligence)-driven communication tools.
- Craft the future state NLU experience across several area products. Contribute to the strategic direction of our AI/ML (Artificial Intelligence/Machine Learning) service initiatives, ensuring alignment with company objectives.
- Collaborate with ML (Machine Learning) teams to train and refine NLU models based on conversational design principles and industry best practices.

**Required qualifications, capabilities, and skills**
- 5+ years of experience or equivalent expertise in user experience design or similar roles
- Demonstrated ability to create visual representations of user journeys, such as storyboarding, wireframes, and prototypes
- Demonstrated experience in inclusive design and accessibility guidelines, with the ability to incorporate diverse perspectives and abilities into design solutions
- Proven ability to develop experiences that meet or exceed the initial proposal of a product or experience, including the development of transformational innovation strategies and the creation of 'north star' representations to drive customer-centric decision-making
- Advanced technical literacy, including an advanced understanding of client-side technologies, APIs, microservices, and the components of the technology stack, as well as their impact on user experience
- Diverse experience working in the Conversation Design, User Experience Design, or Content Strategy

**Preferred qualifications, capabilities, and skills**
- Design leadership or managerial experience
- Advocate for Accessibility Guidelines and Inclusive Design practices
- Comfortable with structuring and planning design work in cross-functional contexts
- Creating conversational experiences in Voice Flow
- Familiar with Jira and Agile development processes

**ABOUT US**
Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

**ABOUT THE TEAM**

Our Consumer & Community Banking division serves our Ch